Returns & Refunds

As a small business, your custom means a lot to us. We work hard to make sure each individual order is prepared and dispatched with care. However, if you are not completely satisfied with your order here is what you can do:

Order Cancellation

You may cancel your order within twenty-eight (28) working days without giving reason. The cancellation period will expire after 28 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the products ordered. You may return any new, unopened items in their original packaging within this time and we will be happy to give you a full refund for the unopened item once we receive it back again. Unwanted products need to be in pristine condition with any retail seals unbroken.

We aim to refund all returns within 14 working days after we have received the returned item. Please see the sections on Returning an Item and Return Costs below for details on how to return your item.

Please note that Lion Herba will NOT refund any costs for returning goods to us in the event of an order cancellation.

 

Incorrect Item Received

Please accept our apologies if we have sent you an incorrect item. Please return the unopened incorrect item in its original packaging following the instructions in the Returning an Item and Return Costs sections below and we will refund your postage costs once we receive the item back and proof of postage cost has been provided to us.

The product originally ordered will be sent free of charge if an incorrect product has been sent. If the product originally ordered is no longer available, we will process a refund back to the original account used to purchase the item.

Damaged or Faulty Item Received

If your item arrives damaged or something else is wrong, it would be helpful if you could take a photo of the item and the packaging it was sent in and email it to us at info@lionherba.com along with your order number which can be found on your order confirmation email. This enables us to make a note of what has happened and why so that we can work to prevent the damage or fault from occurring again. Please then return the damaged or faulty item using the instructions in the Returning an Item and Return Costs sections below. A refund for the item will be issued within 14 days of us receiving the returned item. Proof of postage costs will be required as described below in order for us to process a refund of postage costs.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately by email or using the contact form on the website. Refusal may actually result in a delay of the parcel being returned.

A replacement item will be sent free of charge if this option is preferred to a refund. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Returning an Item

Please return any items in their original packaging (as far as possible) and include a note with the following information so that we can process your request as quickly as possible:

  • Your name

  • Your address

  • Order number

  • List of items being returned

  • Reason for returning

Our postal address for returns is:

Lion Herba

40 High Street

Wickham Market

Woodbridge

Suffolk

IP13 0QS

Return Costs

Please note that the customer is responsible for the costs of returning items to us. Lion Herba will NOT refund any costs for returning goods to us in the event of an order cancellation. We can only refund the costs (excluding supplementary costs arising if you chose a type of delivery other than the least expensive type of standard traceable delivery) for returning damaged, defective items or unopened items sent out in error. Proof of postage costs will be needed in order for us to process the postage refund for the correct amount. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

It is the customers responsibility to take care when packaging items for return so that they are not damaged in transit. Please be advised that it is best to use a carrier that offers both traceability and insurance as we are unable to refund items we do not receive. Please also make sure to pay the full postage amount required to ensure we receive your items back so that we can process any refund due.

Need More Help?

For further information, please see our Terms & Conditions.

You can also send us a message using the contact form below.

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